April 27, 2017Dear Sir/Madam:My name is Dominique S [redacted] and I am the Regional Manager for the Planet Fitness South Philadelphia locationThe follow up complaint we received was in regards to a billing complaint on [redacted] 's membership at our lsland Avenue locationAs Stated in the agreement [redacted] signed at the beginning of her membership there is a $annual membership fee that is billed to the account on file on April In addition this is explained multiple time to the members prior to them signing their membership agreement, I have attached a copy of her original agreement with the where she signed stating she understood the billing policies.As for our billing policies, we have switched over to checking over club and no longer accept creditor debit cards for the monthly billingWe do offer a PIF option for $for the year and you will not have to put any billing on file.We do offer free fitness training in all our facilities and our trainer is on the floor showing members how to properly use the equipment throughout the facilityOther than him no staff is allowed to utilize the equipment while they are on the clock,If you require any additional information, please give us a call at ###-###-####Thank you!Sincerely,Dominique SPhiladelphia Regional Manager
The complaint we received was in regard to the alleged unauthorized charges withdrawn from [redacted] 's accountUpon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with our account representative, MrH [redacted] from our third-party billing company, [redacted] It was discovered that [redacted] went online on 4/4/and voluntarily made a payment of $30,to cover her March monthly dues that were originally declined on 3/7/According to our records, there were no additional payments made or charged to her accountAt this time, we ask that [redacted] bring her bank statements into the club to speak with the General ManagerMrP***, to show proof of any extra charges that were taken from her accountIf we find that there were is fact extra charges and the money was not owed to Planet Fitness, we will gladly refund [redacted] or offer a freeze on future monthly invoices to make up for alleged extra charges, Per [redacted] 's membership agreement, any unpaid invoices are due to Planet Fitness and the member is obligated to meet all financial obligations until the membership is cancelled in person or via certified mailShould [redacted] require a copy of her membership agreement, she can obtain one at the home club or call and speak with MrP [redacted] to have a copy of her membership agreement emailed to her, Again, at this time, we ask that [redacted] bring her bank statements to her home club location to speak with the General Manager so that we may further assist her.If you require any additional information, please give me a call at [redacted] , Thank you.Dan ZRegional Manager
The complaint we received was in regard to the alleged double billing of one of a [redacted] , Upon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with the General Manager of Germantown, MrAsh, in regard to the situationIt was discovered that a membership had been activated online for our Germantown location on 478/in the name of [redacted] **The billing information provided for this account was under the name of [redacted] The agreement, more specifically the financial cosigner portion, was e-signec along with the rest of the membership agreementlt was also discovered that on 6/8/2016, another membership was activated online for our [redacted] location in the name of [redacted] and there was also a name change done on 1/2/on the account to transfer the membership over to [redacted] 's name, Both memberships are currently active with [redacted] s billing information as the primary billing information on both memberships and with documentation to show that.After speaking with the GM of Germantown, it was discovered that the employee [redacted] spoke with, Chanel, informed [redacted] that she would just have to bring in her bank statements showing the double billing and speak with the manager and they would accommodate her either by freezing one of her hills to make up for the months of double billing or he would refund her for the total amountThis was all contingent upon if [redacted] wanted to keep one or both memberships active and her preferred method of Eccommodation; refund or billing freeze [redacted] never called back to speak with the manager nor did [redacted] go into the Germantown club with bank statements to show proof of the charges,To summarize, both memberships were activated online by the customer and not in-club by the staff, [redacted] will have to go to the Germantown location with her bank statements and speak with the manager, MrA**From there, we will be able to cancel one or both memberships at [redacted] 's request/approval and as a courtesy, issue her a refund to make up for the months of double billingAll billing and cancellation policies are outlined in the membership agreements and available to [redacted] upon her request.If you require any additional information, please give me a call at [redacted] Thank you.Dan Z.Regional Manager
April 27, 2017Dear Sir/Madam:My name is Dominique S [redacted] and I am the Regional Manager for the Planet Fitness South Philadelphia locationThe follow up complaint we received was in regards to a billing complaint on [redacted] 's membership at our lsland Avenue locationAs Stated in the agreement [redacted] signed at the beginning of her membership there is a $annual membership fee that is billed to the account on file on April In addition this is explained multiple time to the members prior to them signing their membership agreement, I have attached a copy of her original agreement with the where she signed stating she understood the billing policies.As for our billing policies, we have switched over to checking over club and no longer accept creditor debit cards for the monthly billingWe do offer a PIF option for $for the year and you will not have to put any billing on file.We do offer free fitness training in all our facilities and our trainer is on the floor showing members how to properly use the equipment throughout the facilityOther than him no staff is allowed to utilize the equipment while they are on the clock,If you require any additional information, please give us a call at ###-###-####Thank you!Sincerely,Dominique SPhiladelphia Regional Manager
The complaint we received was in regard to the alleged unauthorized charges withdrawn from [redacted] 's accountUpon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with our account representative, MrH [redacted] from our third-party billing company, [redacted] It was discovered that [redacted] went online on 4/4/and voluntarily made a payment of $30,to cover her March monthly dues that were originally declined on 3/7/According to our records, there were no additional payments made or charged to her accountAt this time, we ask that [redacted] bring her bank statements into the club to speak with the General ManagerMrP***, to show proof of any extra charges that were taken from her accountIf we find that there were is fact extra charges and the money was not owed to Planet Fitness, we will gladly refund [redacted] or offer a freeze on future monthly invoices to make up for alleged extra charges, Per [redacted] 's membership agreement, any unpaid invoices are due to Planet Fitness and the member is obligated to meet all financial obligations until the membership is cancelled in person or via certified mailShould [redacted] require a copy of her membership agreement, she can obtain one at the home club or call and speak with MrP [redacted] to have a copy of her membership agreement emailed to her, Again, at this time, we ask that [redacted] bring her bank statements to her home club location to speak with the General Manager so that we may further assist her.If you require any additional information, please give me a call at [redacted] , Thank you.Dan ZRegional Manager
The complaint we received was in regard to the alleged double billing of one of a [redacted] , Upon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with the General Manager of Germantown, MrAsh, in regard to the situationIt was discovered that a membership had been activated online for our Germantown location on 478/in the name of [redacted] **The billing information provided for this account was under the name of [redacted] The agreement, more specifically the financial cosigner portion, was e-signec along with the rest of the membership agreementlt was also discovered that on 6/8/2016, another membership was activated online for our [redacted] location in the name of [redacted] and there was also a name change done on 1/2/on the account to transfer the membership over to [redacted] 's name, Both memberships are currently active with [redacted] s billing information as the primary billing information on both memberships and with documentation to show that.After speaking with the GM of Germantown, it was discovered that the employee [redacted] spoke with, Chanel, informed [redacted] that she would just have to bring in her bank statements showing the double billing and speak with the manager and they would accommodate her either by freezing one of her hills to make up for the months of double billing or he would refund her for the total amountThis was all contingent upon if [redacted] wanted to keep one or both memberships active and her preferred method of Eccommodation; refund or billing freeze [redacted] never called back to speak with the manager nor did [redacted] go into the Germantown club with bank statements to show proof of the charges,To summarize, both memberships were activated online by the customer and not in-club by the staff, [redacted] will have to go to the Germantown location with her bank statements and speak with the manager, MrA**From there, we will be able to cancel one or both memberships at [redacted] 's request/approval and as a courtesy, issue her a refund to make up for the months of double billingAll billing and cancellation policies are outlined in the membership agreements and available to [redacted] upon her request.If you require any additional information, please give me a call at [redacted] Thank you.Dan Z.Regional Manager